Customer Service Lead

WHO we are:

A telehealth platform focusing on transformative, stigmatized health issues. Our goal is to address Southeast Asia's most overlooked and misunderstood health concerns.

WHERE and HOW you can work:

Our head office is located in the heart of Taguig City, at BGC, a vibrant business and lifestyle hub. We offer our employees the benefit of flexi-time, allowing them to enjoy that one last bite of breakfast, savor an extra cup of coffee, or fit in a quick visit to the gym, empowering them to start their day on their terms.

WHAT this role means for you:

This is a full-time onsite role for a
Customer Service Lead
who will lead and continuously improve &you's customer support function. You will own the end-to-end service experience across channels (with
Intercom
at the core), ensuring that every interaction is empathetic, clear, compliant, and aligned with our brand promise of premium, Filipino-centric care.

If you love building teams, designing and improving processes, working with data to make decisions, and turning customer feedback into better products and experiences, this role will give you the opportunity to create real impact for our customers, our team, and the future of digital health in the Philippines.

We are looking for a strategic yet hands-on leader who can zoom out to design systems and zoom in to handle complex escalations, coach agents, and roll up their sleeves when needed. If that sounds like you, we would love to hear from you.

You're a match if you:

• Build, manage, and mentor a high-performing CS team (Specialists & future hires), including hiring, onboarding, training, coaching, and performance management.
• Own and optimize our Intercom setup (inboxes, rules, workflows, macros, SLAs, reporting) to ensure efficient, high-quality support at scale.
• Design, document, and continuously improve customer service processes and SOPs across channels (chat, email, phone, social, SMS) to reduce friction and improve resolution times.
• Establish and track key CS metrics (e.g., CSAT, response and resolution times, NPS for service, contact rate, QA scores, escalation rate) and use them to drive decisions and improvements.
• Serve as a key escalation point for complex, sensitive, or high-impact cases, especially involving medical concerns, data privacy, or customer dissatisfaction.
• Maintain updated and accurate customer records in our systems (Intercom, CRM, internal tools), ensuring clean, reliable data.
• Work cross-functionally with other teams to support smooth order delivery, subscription management, product queries, and patient-care flows.
• Build and maintain a knowledge base (macros, FAQs, help center content, internal playbooks) that empowers the team to respond consistently and effectively.
• Analyze trends in customer questions, complaints, and feedback, and turn these into clear, actionable insights for Product, Growth, and Operations.
• Plan and manage workforce coverage (schedules, shifts, peak hours, weekends, holidays) to meet service levels while maintaining team well-being.
• Champion the voice of the customer inside the organization, advocating for improvements that reduce contact drivers and create a more seamless end-to-end experience.

Profile Wishlist:

• At least 5–7 years of experience in Customer Service, with 3+ years in a leadership or managerial role, preferably in eCommerce, healthcare, telehealth, retail, or consumer-tech.
• Demonstrated experience leading and growing teams, including coaching, performance management, and building a strong team culture.
• Strong, practical experience using Intercom (or similar tools like Zendesk, Freshdesk, Gorgias) for live chat, email support, automation, and reporting.
• Proven ability to design, document, and improve processes, and implement SOPs, QA frameworks, and training materials.
• Comfortable working with data and reports to diagnose issues, propose solutions, and communicate impact to leadership.
• Excellent English communication skills (written and verbal); proficiency in Filipino is a strong plus, especially for sensitive or nuanced conversations.
• Strong problem-solving skills, high emotional intelligence, and the ability to remain calm and composed under pressure.
• Experience working in a fast-paced, high-growth environment where things move quickly and priorities can shift.

If you've got the spark we're looking for, apply directly through this post or send an email to

.